Sean Failla
 | |
I work harder and smarter. It is my goal with each customer/prospect to become thier resource for Energy related issues. Whether or not it is a product or service I provide. I feel that if they are comfortable enough to look to me for answers then they are satisfied. That's the easy part. Constant and valuable communication is critical, the more personal the better. I understand newsletters over "spam" or general emails are a more effective form of communication and more welcome. It's something I have on the board for the near future.
Good luck.
> Eric Sohn wrote:
> Sean -
>Thanks for bringing up this topic. Facts on customer satisfaction:
>
>- It costs 5x as much to acquire a customer as retain one
>- 96% of unsatisfied customers say nothing to you
>- Loyal (not satisfied) customers tell 1-3 others; dissatisfied customers tell 7-10 people
>
>So, what do you do to create loyal customers? What could you do to achieve the next level of satisfaction and loyalty?
>Coach Eric
>> Sean Failla wrote:
>> Eric,
>>
>>The one thing I don't miss about the corporate world is the lack of focus on customer satisfaction in the attempt to "get a deal and move on". While profitability is important to satisfy Wall Street, it is more important to focus on customer satisfaction especially during weak economies. Based on my almost 20years of experience, customers are always shopping around. What's the old saying, "it takes years to develop a good customer and seconds to loose one". It takes greater effort to maintain a customer than it does to get the deal. Communicate often!
>>
>>Sean
>>
>>> Eric Sohn wrote:
>>> Hi, faithful BBFFU'ers -
>>>Does the need for "fixing" things now impact the quality of your business results? Does it change how you feel about working in your business? Please give examples.
>>>And, most importantly, how might you change the way you work to better balance the need for speed with the need to produce the best result for you, your business, your customers and other stakeholders?
>>>Coach Eric Private Reply to Sean Failla (new win) |
